Cox Communications

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have spoken to countless managers about the situation to
try and find resolution and if you even check the last notes he promised me
$120/month is still better than what your billing me. I switched over from
amazing service of [redacted] to go through this. Your customer service has
limited hours and I have spent countless hours of my time on the phone. You
record your phone calls, listen to the sales rep who sold me “the same services
I had with [redacted]”. I mentioned the channels and what we have and he sold me
on it. When I called in I was just going to go with internet and do [redacted]. As
a customer I shouldn’t have to pay double from what I was sold by either a rep
looking for commission or under trained. You should honor what I was sold or
refund all money paid for wasting my time trying to resolve and repair my
flood.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
--------------------------------------------------------------------------------...⇄ /> Hello, [redacted].
Thank you for helping me address the billing issue with Cox. I just called your contact number [redacted]. You were not at the desk at the moment. I left you a voice message. I am aslo writing this message to provide more details on the billing issue.
Our old Cox account was under a family member's name. Our new Cox account is under my name because the new service is bunddled with our rent.
Old account Information:
Account: [redacted]
Holder: [redacted]
Address:
[redacted]
Services: internet
Services time window: December 18, 2014 to April 30, 2015
Overpaid or mischarges:
December 18, 2014 $30 - Activation fee (We were told that it was waived because we hooked up all the equipments on our own.)
April 23, 2015 $49.99 - Prepaid service fee for May. (Our new service started from May 1, 2015.)
June 7, 2015 $30 - Overpaid fee to keep our new service alive. (This is the minimun account stated in a mail from Cox.)
New account Information:
Account: None (The new service is bunddled with our rent.)
Holder: [redacted]
Address:
[redacted]
Services: internet + TV cable
Services time window: May 1, 2015 to present
Overpaid or mischarges:
Prorated amount for 11 days of cut-off in service $33 - The cut-off in service was from July 7, 2015 to July 17, 2015. Our new service fee is $90 per month. The prorated amount for 11 days is $33.
In summary, the refund amount should be $142.99 = 30 + 49.99 + 30 + 33.  I have uploaded my bills as attachments. Please check them. Thank you.
Best regards,
[redacted]

We are sorry to hear that our customer is disputing an Pay Per View fight that has been billed. Upon receipt of our customers concerns we reviewed their account and found the PPV fight, Mayweather and McGregor, was ordered through the HD receiver, at our customers home.  Due to this...

event being ordered from the home we are unable to justify issuing any adjustments to the consumers account. We thank the consumer for bringing their concerns to our attention, and for being a valued Cox Customer. Sincerely  Cox Communications Executive Escalations Team SE Tell us why here...

July 8, 2015
 
 
 
We want to thank our customer for taking time from their busy schedule to bring their account issue to our attention.  The complaint that you filed was sent to our attention for research and resolution.  We are sorry to hear that our...

customer felt that they had no other recourse than to contact the Revdex.com to get their concern resolved.  We apologize for the poor customer experience that was encountered.
 
 
Hello Consumer,
 
Thank you for affording us the opportunity to serve you. We have reviewed your compliant and account.  
 
After reviewing your account you are being charged for a cable box ending in D707.
 
The account at [redacted] had a total of 4 cable boxes not 3. Three of the cable boxes was returned to our office on 05/19/14, all except the one ending in D707. That day we completed a downgrade on the account removing all digital services but on one box. On 05/30/14 you set up a transfer of service to your new address on [redacted]
 
On 06/02/14 we sent a technician to install your services upon his arrival we installed a new cable box ending in 0989. You continue to use this cable box until you disconnected your services on 05/26/15. On 05/30/15 you returned the box ending in 0989 to our front counter.
 
You never returned the box from [redacted] that you were using. It should have been used at the new address as well, but the tech installed a new box. This happens a lot when customers are moving. When the tech arrives they can’t remember where they stored the box and to save on time and customer satisfaction we normally have the tech provide the customer with a new box and educate them on returning it when they come across it.
 
The charge for the unreturned equipment is valid.
 
 
Please accept our apology for any inconvenience this may have caused you.  I am available for any additional questions and/or concerns you may have regarding your Cox account.
 
 
 
 
 
[redacted]  
Executive Relations
###-###-####

January 13, 2015
 
 
 
We want to thank our customer for taking time from her busy schedule to bring her account issue to our attention.  The complaint that she filed was sent to our attention for research and resolution.  We are sorry to hear...

that our customer felt that she had no other recourse than to contact the Revdex.com to get her concern resolved.  We apologize for the poor customer experience that he encountered.
 
 
Hello Consumer,
 
Thank you for affording us the opportunity to serve you. We have reviewed your complaint and account.
 
The Franchise Fee is charged to all customers. I understand it is listed under TV Fees but it applies to all of our customers.
 
Municipal Franchise Fee:
 
The municipal franchise fee is also often referred to as a "right-of-way" fee. It is a monthly charge imposed by local jurisdictions on companies, and passed along to customers to help recover the costs associated with using the public right of way, including installation of underground conduit, outside telephone wires, and telephone poles. This fee varies by city and county
 
For more detailed information about the taxes and fees for your cox Services please visit
 
http://www.cox.com/residential/support/billing-and-account/article.cox?articleId...⇄ />  
Please allow me to reassure you that we have addressed all of your concerns.
 
Please accept our apology for any inconvenience this may have caused you.  I am available for any additional questions and/or concerns you may have regarding your Cox account.
 
[redacted] 
Executive Relations
###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10206813, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I appreciate Cox's prompt reply but I am dissatisfied with the response. It appears that Cox will offer me no more $100 and are not taking into account the time I spent on this issue. The service was unusable between the hours of 7pm approx and 1am, which is basically when I am at home.
Given that they are unwilling to offer any additional compensation (the service was down for more than 1 month) I will simply have to reject this offer. I have no other choice but to stay with Cox given that they have a monopoly in my area. Their service works great when it works and it is a shame that they were not willing to compensate me fairly for the inconvenience this issue caused.
I guess you can close this ticket as we are getting nowhere.
Again I commend the engineers who worked on this issue but their customer service department have done nothing but lie about previous refunds and have been uncooperative.
Regards,
[redacted]

Dear Ms. [redacted],
Thank you for allowing Cox the...

opportunity to serve your communication needs.  We are in receipt of your complaint letter filed through the Revdex.com in regards to your experience in establishing service and our process for customer contact from our technicians.
I have provided your feedback to the organizations within Cox that are responsible for ensuring that our customer(s) experience is more than exemplary.  I understand that the pre-call process was an inconvenience for you and on behalf of Cox, I apologize.
In reviewing your account, it appears that the installation was completed on May 5, 2015.  As a result of your experience, in addition to the installation credits that were applied to your account in the amount of $100.00, I have applied a 1 (one) month service credit to your account.  This credit will reflect on your next billing statement.
Again, please accept our apologies for the inconvenience we have caused you.  I am available for any additional questions and/or concerns you may have regarding your Cox account.  My office hours are 7:30am to 4:00pm, Monday through Friday.
Respectfully,
[redacted]
Office of the Regional Manager
Cox Communications, California
###-###-####

Complaint: [redacted]
I am rejecting this response because: Cox has known about this issue since April. The problem seems to be resolved, however charging someone full price for half service is still unacceptable. Cox only wishes to provide a credit we find unacceptable. We are currently exploring other options through [redacted] and [redacted]. We will also be filing another complaint with the [redacted] of Cox's tactics of charging people for a service they know they cannot deliver. It should not take 4 months to resolve an issue. The other issue is Cox Employees doctoring and omitting customer comments that we insisted be placed on our account to document our situation (since April). Cox Operations with the cooperation of Customer Service provides for ethics that should be brought to light.
The Revdex.com provides a very valuable service in helping consumers bring Cox's behaviors, false representations and ethics to light.
Many, many thanks to the Revdex.com. I should also note, that it took Cox 3 days to fix an issue, which they knew existed since April.
Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12631192, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Since we are still having technical issues and still being charged full price, I'm not accepting anything. Also, outside of Alfred (who's been great), no one from the company has reached out to us, so that's a straight up falsehood.We're canceling the cable today, and if this doesn't work out, we'll make the change to AT&T. We're going on 3 months of issues, so it's very clear where Cox stands with customers from our neighborhood. If Alfred wasn't there, we would have given up already. But until they reduce the bill for the time period of issues, we will continue to reject their responses. Thanks.
Regards,
[redacted]

Dear Mr. [redacted],
Thank you for allowing Cox the opportunity to serve your communication needs.  We are in receipt of your complaint letter filed with the Revdex.com in regards to your request to cancel service. 
You state in your complaint letter that you were not aware of the 2-year contract assigned to your account.  As a good faith gesture, Cox has agreed to waive any early termination fees that may be billed to your account as a result of you cancelling service. 
Mr. [redacted], please accept our apologies for any inconvenience this may have caused you.  I am available for any additional questions and/or concerns you may have regarding your Cox account.  My contact information is listed below.
Respectfully,
COX --------------------------------------------------------------------------------...⇄ Office of the Regional Manager 
Executive Customer Resolutions Specialist, California
###-###-#### tel  ###-###-#### cell
[redacted]
Monday through Friday, 7:30am-4:00pm
[redacted]

Dear Revdex.com,

"Calibri","sans-serif"; font-size: 11pt;"> Cox Communications is responding to the complaint filed with your office on August 03, 2016 with the assigned Revdex.com complaint ID of [redacted]
We apologize for the experience our customer had when she called our technical support department on August 3, 2016. A technician was sent to her home on August 5, 2016 to troubleshoot her internet service, and made the necessary repairs to resolve her issue.
We contacted our customer after the technician was at her home and she indicated she was satisfied with this resolution, and will contact us again if the issue returns.
Sincerely,
Cox Executive Customer Resolution Team

Dear Mr. [redacted],
Thank you for allowing Cox the opportunity to serve your communication needs.  We are in receipt of your concerns...

about Cox’s “Go All -Digital” transition.  Cox appreciates that this change will affect our customers who have either never used Cox provided equipment or have cable ready television sets.  In an effort to ease the transition, Cox is providing a variety of discounts for the new mini-boxes.  To find out which discounts you are eligible to receive, please contact Cox customer service 888-222-7743 or visit one of our retail stores.
 
We are moving with the industry standard to provide you a purely digital picture on every TV.  Most TV providers have moved or are soon moving to a digital only service.  As a Cox customer, benefits you'll see include better picture quality, more channels and an on-screen guide.  All TVs that are connected directly to the cable outlet on the wall will be affected when we make the transition to all digital.  The mini-box will be required to continue receiving television signals once the transition is completed. 
 
Please call the above referenced number if you have any additional questions and/or concerns.
 
Respectfully,
 
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
[redacted]

Dear Ms. [redacted],
Let me begin by thanking you for allowing Cox...

the opportunity to serve your communication needs.  We are in receipt of your complaint letter filed through the Revdex.com in regards to your recent experience with our technical support department.
On behalf of Cox, I would like to extend an apology to you for the frustration we have caused you.  As a result of your experience, I have issued a credit to your account in the amount of $138.14.  This amount represents one month billing for the level of Cox service that you currently subscribe to.
I have shared your experience within the organizations here at Cox that are responsible for ensuring that our calls are answered within a reasonable amount of time and customers are assisted as efficiently as possible.  Again Ms. [redacted], we apologize for your experience and thank you for allowing us the opportunity to continue serving you.  Please do not hesitate to contact me directly with any additional questions and/or concerns you may have regarding your Cox account.
Respectfully,
[redacted]
Office of the General Manager
Cox Communications, California
###-###-####

Dear [redacted],
 
Roman" size="3"> Cox Communications (Cox) is in receipt of your complaint filed through the Revdex.com.  Let me begin by thanking you for allowing us the opportunity to serve you. We thank you for bringing your concerns to our attention.  Doing so allows us to improve the quality of the service we provide to our customers.
 
I apologize that we set you up on a 2 year Price Lock Guarantee contract without your authorization.  Our records show we charged you an early termination fee of a total of $188.48 plus tax onto your Cox account on July 21, 2016.  On August 23, 2016 I have removed the early termination fees of a total of $195.36 from your Cox account.  You will no longer owe that balance. 
 
However, our records show that you have not returned the Cox Equipment(s).  Please return the equipment(s) at your earliest convenience at any of the Cox retail stores. 
 
I am available for any additional questions and/or concerns you may have regarding this letter.  My office hours are 8:00am to 4:30pm, Monday through Friday.
 
Best Regards,
 
COX --------------------------------------------------------------------------------...⇄ /> [redacted]
[redacted]
[redacted]
[redacted]
 
 
Tell us why here...

At Cox Communications our mission statement is to be the most trusted provider. 
We are sorry to hear that our customer felt no other alternative but to contact the Revdex.com regarding their billing dispute.
I have reviewed the account and issued the credit for the installation charge ($50.00), as...

well as credited the partial charge that was charged for the Advanced TV service from 10/26 – October 31 ($2.00) when the services were installed.   The total adjustment we applied to the account is $56.07.
We thank our customer for bringing their concerns to our attention, and for allowing us to the unique opportunity to serve them through this avenue.  We thank our customer for choosing Cox Communications.

Dear Mr. [redacted],
Let me begin by thanking you for allowing...

Cox the opportunity to serve your communication needs.  I have reviewed your complaint and your account and have determined the fol1owing:
Our records show that you have disconnected your account.  Cox would like to apologize for the misinformation that was provided to you in regards to the rates that you would be billed.  As a result of our 30 day money back guarantee, I have credited all charges billed to your account after the install.  In addition, I have issued a credit towards the deposit of $100 that you paid prior to establishing services.
I have submitted a request to have the refund expedited.  Please allow 2-3 weeks (as opposed to 4-6 weeks) to receive the refund of your deposit.
Cox would like to apologize for your experience and are disheartened to learn that this has caused you to disconnect your services.  I am available for any additional question and/or concerns you may have regarding your former Cox account.
Respectfully,
 
[redacted]
Office of the General Manager
Cox Communications, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
After two service calls to the house resulting in more lost time for me and two additional calls to tech support that again took more hours out of my day the service is finally working. However, The billing is still an issue as well as customer service that is not satisfactory. I was told by the last phone rep I would be credited $31.00 for the three months I had no phone service and was billed. This has not happened. The phone rep stated I should pay $64.00 to bring my account current factoring for the credit. However, the online billing shows $255.98 due with $124.29 past due. The credit was not applied abviously. Additionally, when I called in to the phone system today it states $263.18 due. So I have three different numbers, none of which I trust.
The messages are inconsistent, the pricing is inconsistent and I have now had to leave work early twice and spend extended periods on the phone after service calls to get the system even useable. I was promised a supervisor technician and that didn't happen on the first service call. When he arrived he had no idea what the issue complaints were. After he left the internet stopped working and I had to call tech support again the same night to get it workjing. Then the next day the cable box stopped working and I had to call again. This yielded yet another service call.  
Now today when I sit down to address the billing I find three different numbers as noted above. I demand compensation for my time lost and I want someone at a level that can solve this problem to step in as thus far it has been a comedy of errors, mixed messages and empty promises. ]
Regards,
[redacted]

Dear Ms. [redacted],
I would like to apologize on behalf of Cox's entire organization for the level of service you outlined in your recent rebuttal. This is not the level of customer service we have built our reputation on.  In regards to my initial response, my goal was to outline the following that you included in your complaint letter:
"We went to the Santee store and spoke with [redacted].  She was able to retrieve the telephone number.  We were told that due to the name removal, all fees had been raised.  We asked her to put that in writing and she stated that Cox employees" were not allowed to put anything in writing."  I truly believe that the Cox employees were taking advantage of a family in mourning.  Either [redacted] was lying to me, was not trained properly or was following company policy to open new higher fee based accounts at any cost to deceased family members"
As previously mentioned discounts and promotions are non-transferrable.  We apologize if this was not properly explained to you during your visit.  Our representatives do offer the best discounts available at the time of install. 
Again, please accept our apologies for this experience.  I am available for any additional questions and/or concerns you may have regarding your Cox account.
Respectfully,
 
[redacted]
Office of the General Manager
Cox Communications, California
[redacted]

Dear Mr. [redacted],   Cox Communications (Cox) is in receipt of your complaint filed through the Revdex.com.  Let me begin by thanking you for allowing us the...

opportunity to serve you. We thank you for bringing your concerns to our attention.  Doing so allows us to improve the quality of the service we provide to our customers.   Our records show that your Cox service was disconnected on June 6, 2016.  When your service was disconnected there is still an unpaid balance of $316.92 that is owed to Cox.  Unfortunately, you will continue to receive the automated collection phone calls from Cox regarding the unpaid balance until we receive your payment.    We encourage you to work with the collections department to settle the unpaid balance and to avoid your account going to a third party collection agency.   I am available for any additional questions and/or concerns you may have regarding this letter.  My office hours are 8:00am to 4:30pm, Monday through Friday.   Best Regards,   COX --------------------------------------------------------------------------------...⇄ Office of the Regional Manager  Executive Customer Resolutions Specialist, California 877.982.5917 toll 5159 Federal Blvd. San Diego, CA 92105 Monday through Friday, 8:00am-4:30pm

Dear Ms. [redacted],
Let me begin by thanking you for allowing Cox the opportunity to serve your communication needs.  We are in receipt of your complaint filed through the Revdex.com in regards to your internet rate.
Our records show that on October 18, 2013 you...

took advantage of a promotion that allows you to receive 50% off of your internet service for 12-months.  On January 14, 2014 Cox initiated a price change that increased your phone rate from $7.50 per month to $8.50 per month and your internet from $55.00 ($27.50 with 1/2 off) to $62.00 ($31.00 with 1/2 off).  Notification of this increase was provided to you on your January statement ([redacted]).
Based on this information, Cox does not feel that adjustments to your account are warranted.  I am available for any additional questions and/or concerns you may have regarding your Cox account.  My office hours are 7:30am to 4:00pm, Monday through Friday.
Respectfully,
[redacted]
Office of the General Manager
Cox Communications, California
[redacted]